Named the 2013 "Fastest Growing BPO Company" in the Philippines by ICT International, The Results Companies is a successful Customer Experience leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Financial Services, Retail and Energy. With over 7,000 employees in 14 locations, Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at TheResultsCompanies.com and peruse our library of case studies and industry insights to learn more about why Results is one of the fastest growing Customer Experience companies in the world.
Duties and Responsibilities
Must be fluent in English and Spanish and able to provide customer service utilizing the appropriate/required scripting and quality assurance criteria while responding to member and provider inquiries such as claim and benefit status in a timely and professional manner.
- Responds to callers via telephone while meeting all corporate guidelines and performance standards
- Maintains current and ongoing product knowledge post training in order to provide:
- Customer experience as reflected in customer satisfaction scores, quality and monthly assessment scores
- Education of new members and re-education of existing members regarding health plan procedures and benefits
- Logs, tracks and appropriately documents all issues utilizing online systems in accordance with all applicable guidelines, requirements and procedures
Qualifications
- Bi-lingual English/Spanish.
- Six months of call center experience or similar work experience required
- High school diploma or equivalent
- Ability to accommodate a flexible schedule as needed throughout the duration of employment
- Ability to multi-task (i.e., talk & type) in a fast-paced, performance-metric-driven environment. Able to handle multiple call types as the agent is cross trained
- Written and verbal communication skills
- Ability to analyze and interpret instructions (verbal and written)
- Computer skills with the ability to use numerous workstation applications at the same time and navigate various screens while employing customer satisfaction techniques
- Customer service and organizational skills
- Typing test required
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability